Clothilde L. Email & Phone Number

Canada

Montreal, Quebec, Canada

Montreal, Quebec, Canada

K-e-commerce aims to provide all-in one e-commerce platforms with digital payment solutions, integrated to ERP systems such as Microsoft Dynamics and SAP Business One, for SMBs.Customer success managers at k-ecommerce act as project managers. We oversee a wide variety of projects with clients, from the implementation of their e-commerce platforms to payment solutions. We collaborate internally with the implementation, sales, development and product teams. Customer Success:- Training of customers on the product- Coordination on the implementation: support of customers, internal follow-up- Created a Post-project review document for customers: product improvement, experience improvement to analyse touch-pointsProcesses creation and implementation:- Created the documentation and the on-boarding's processes for the Payment Gateway: training of the team and the customers, knowledge-base documentation: Main point of contact with the partner to support customers, and teammates. - Payment extension projects (k-ecommerce extension), created some documentation for customers and for internal purposes- Project management: on-boarding customers, discuss timeline, expectations, forecastpain points, follow-up on their needs, collaborate with BA and Developers oncustomizationLearnings:- ERPs ecosystem (BC, GP mostly)- Payment gateway ecosystem- B2B E-commerce industry- Familiarity with technical environment: sandbox, data synchronisation, server move, etc.- Project managementTools:- Jira (Tempo, Structure)- Zendesk- Microsoft Suite

Montreal, Quebec, Canada

Customer focus:- On-boarding and training of customers on how to use of the platform and the add-ins (Naviswork, Revit): Advising on workflows and how to adapt the features of the tool to their projects.- Ensuring customers are receiving the trainings and support they need to implement BIM Track in their project(s). Following-up with customers and understanding their need for new ressources/materials.- Working with a wide range of customers: general contractors, architects firms, mechanical engineers, etc., located in different areas: Canada, USA, UK, Europe, Australia and South America.- Hosting bi-weekly one hour training sessions: "Project Launch & Set-up" (in French and English), Issues Coordination (in French).- Creating feedback sessions with the development teams and customers, in order to understand real-time use of new generation products and features. - Monitor customer usage data and health indicators.Content creation:- Creation and recording of videos for training purposes (in French)- Collaborating with the Technical Writer on Help Center articles, guided tours for customers. Tools:- Salesforce- Outreach- UserIQ- Confluence- Zoom- Google Suite- Camtasia- Construction-industry related: Autodesk environment (Naviswork and Revit mainly)

Montreal, Quebec, Canada

Key facts:- Creation of the Strategic Business Plan for the brand Goodee is the NA distributor: goals, action plan, timeline and strategic features: location and target definition based on data (current sales by location, demographics, growth opportunities)- On-boarding and supervision of the new coordinator: processes, software (CRM and Shopify), customer experience strategy and follow-up, products and brands presentation, operational processes, inventory management- Business development and sales strategy- Main point of contact for B2B sales: designers and enterprises- Main support of the new director of trade and sales: creation of a products catalog, relations with designersTools:- Shopify- CRM: Kustomer, Gorgias, Notion- Microsoft Office

Montreal, Quebec, Canada

Key facts:- Creation of the Customer Journey: development of the different scenarios/products and of the amelioration leads- Development of SLA in order to improve the customer experience: answer time, processus, auto-reply emails - First point of contact for customers: emails and phone - B2B Sales: contact with designers and companies, sales, creation of a catalog- Operational support: daily coordination with the warehouse, orders list, orders modification, creation of import and shipping documents- Daily support to the Buying and Merchandising team: inventory management, product statuts update on ShopifyTools:- Shopify- CRM: Kustomer, Gorgias- Microsoft Office

Amsterdam Area, Netherlands

Key facts:- “Best Inside Sales Tesla” in the French team (5 persons) : highest monthly number of sales for the French Market (08.2017 – 04.2018)- Participation in “Les 24 heures du Mans 2017”: lead production, product presentationSales and customer service for the French and Swiss Markets- Sales: Supporting French Stores and Swiss Stores by educating clients on the products and the brand, managing calendars of Test Drives and Events, preparing financial offers, follow-up of clients, discovering clients needs, daily communication and organisation with stores- Customer service: handling inbound and outbound requests accordingly to Tesla’s valuesTools:- Saleforce- Outlook

Région De Amsterdam, Pays-Bas

An experience of 4 months during which I was an Ambassador for the finest jewelry maker, Cartier. I have been working during the Christmas period. My main tasks were: - Customer service and support: answer to the customer regarding any request (prices, services advice, conditions of sales, update on orders), handling complaints, follow up with the boutiques (in France). - Sales: present the creations, convert calls into potential sales within the e-boutique.- E-commerce- Use of SAP

Région De Amsterdam, Pays-Bas

How to increase the Customer Experience in Jetwise?Delivering a valuable experience to customers is always a challenge for companies. During this project I am observing and recommending Jetwise on points they could improve, and on new ideas to implement. This in order to deliver and drive their Customer Experience. The main points of research are: Customer Profiles, the creation and content and Customer Journey, creation, analyse and recommendations.

Région De Bruxelles, Belgique

As a trainee in the Parnasse Bistrot Restaurant, my tasks were mainly:- during the morning shift: hostess, answering to the guests needs, offering and explaining the different types of breakfast and so on offers, rearrange the set-up, waitress for the banquet during lunch, insuring the Renaissance Marriott's values- during the evening shift: setting-up, taking orders, serving food and beverages, offering and selling products to guests, helping at the barDuring 2 months, I also have experienced the position of managing by my own the Schengen Bar, in the morning shift, during the week-end:- Opening, setting up, managing the cash, managing the Starbuck's offers, managing the stock, insuring the values, advising guestsDuring 1 month and a half, I worked as Cost Control trainee, and so on was assisting the Cost Control Manager in his tasks:- Managing the orders and the reception of it, purchasing the orders, checking the validity of the orders, managing the stocks, controlling and answering to the requests of the different departments, insuring good relationships with suppliers

Région De Lausanne, Suisse

During 4 months I was acting as the responsible for the Room-Service during the evening shifts (3pm-12am)- answering precisely to the guest's needs, offering and selling food and beverages, insuring and respecting the values of Mövenpick Hotels & Resorts, managing the orders, setting up the trays, insuring the same quality of services to each guests and especially to regular guests, managing the orders on time, up selling towards special offersDuring the last two months I have been working as a head-waitress in the Restaurant le Jardin:- setting up, taking orders, cashing, selling wines of the week & month, insure the quality service and standards of the brand, insure the quality of service during special event such as Christmas and 14th February, helping the two other restaurants